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The Med App team recently went out to visit one of our key sites at Longreach, Central West QLD. It’s a good trek from Sydney

In the dynamic world (particularly at the moment…) of healthcare and healthcare technology, we believe the importance of building strong relationships with hospital teams is critical. 

At Med App, we have a strong set of core values and what we call ‘uniques’. One of these is ‘customers are part of the team’. One way to do this, that we have found delivers great results all round, is getting out on site! Visiting hospitals, engaging directly with clinicians, administrative staff, and hospital executives is something we love doing and we think also gives that personal touch you don’t get with some larger or overseas software solutions. 

Often we see lip service paid to customer support and success, particularly with hospital ICT implementations and this is why we are determined to continue our personalised, direct engagement approach through Med App.

We see our ‘hands-on’ approach as more than just customer service; it’s a commitment to partnership and a testament to the Med App team’s dedication to improving healthcare outcomes. In this blog we’ll jump through a few key benefits of this collaborative approach, the results it yields, some real life stories and why going the extra mile is crucial for both Med App and our hospitals.

Building Relationships: We’re all friends here!

In an industry as complex and sensitive as healthcare, understanding the unique challenges and needs of different stakeholders is essential. By getting around and visiting customer hospitals, we’re gaining valuable insights into the daily realities of clinicians, administrators, and executives. These face-to-face interactions foster trust, open communication channels, allowing for a deeper understanding of the hospital’s workflows and pain points. All of this is fed back directly into our product development team (or ‘Engine Room’) which has a direct bearing on how the features and functionality of the system evolve.

The on-the-ground presence ensures Med App is not only technically sound but also tailored to the specific needs of Hospitals, clinicians and the administrative teams that support them. It creates a sense of partnership, where we are seen not just as a vendor but as an integral part of the team (and we view the hospital teams the same way!). This collaborative spirit leads to a more responsive and adaptable software product, ultimately benefiting patient care.

An example of this includes our recent work with Central QLD HHS on their International Medical Graduate (IMG) Workplace Based Assessment (WBA) program. Through direct collaboration we have been able to deploy a solution that has the benefits of being digital but the flexibility of paper and has now been rolled out to more sites in QLD and NSW.

Or you can look at how we have flown across the country to run feedback workshops with teams like the Central Adelaide LHN Graduate Nursing team which have led to direct additions and updates to Med App through listening to, and addressing their pain points.

The Power of Proximity: Side chats and body language

One of the most significant advantages of engaging directly with hospital staff is the ability to receive real-time feedback, pick up on personal nuances of that feedback and also ask the follow up question! Its often those incidental conversations that are most fruitful or catching ‘that side eye’ you saw someone give that might mean you need dig a bit deeper or ask a follow up question. This might be the difference that ends up turning a negative opinion into a positive one.

Read about our team’s visit to Central QLD HHS: https://www.med.app/2023/11/med-apps-visits-central-queensland/

This immediate access to user experiences allows us to quickly identify and address any issues or areas for improvement. Whether it’s a bug in the app, an un-intuitive workflow or the need for a specific type/format of data, getting out face-to-face enables the Med App team to respond swiftly and effectively.

Our iterative development process leads to continuous improvement of the software, ensuring it evolves in line with the changing needs of the healthcare environment and technology.

Moreover, it empowers hospital teams through a direct input and influence on the tools they use. We find the result is often more functional, user-friendly, aligned with the practical realities of healthcare delivery, but also has the dedicated personalised support that can make the difference between a successful software implementation and a painful one.

Going the Extra Mile Kilometre: Putting in the extras…

Yes. We’re Australian! A small team spread across NSW, QLD, VIC and sometimes mixing in some of the other states and territories. We pride ourselves on being local to the majority of our customer sites and not outsourcing our core development or customer support to cheaper locations. It also lets us get out on site as much as possible, whether that is Sydney, Melbourne, Bathurst, Longreach or Gladstone!

For the Med App team, visiting hospitals is more than just a ‘business trip.’ It’s a core part of our ethos.

Going the extra mile, sorry kilometre, by engaging with hospital teams on their turf is a commitment to doing things in a personal way and a genuine interest in improving healthcare outcomes (we’re all patients at some point!). This investment of time and resources is a very effective way to better understand our customers and to support them in achieving their objectives.

And… the dedication pays dividends not only in terms of customer satisfaction but also in product innovation. By staying directly connected with the end-users, we can anticipate future needs, deeply understand complex hospital workflows and develop innovative solutions. It also strengthens our reputation as a trusted partner in the healthcare sector (in non-corporate speak this means ‘make friends with everyone and make sure we’re doing our part for good karma!). All this always helps in opening doors to new opportunities and collaborations.

Read about how Ben from our Hospital Success team road-tripped from Melbourne to Queensland visiting hospitals on the way: https://www.med.app/2022/06/a-med-apps-road-trip/

But We Want Results!

There are tangible results of this collaborative approach too. Hospitals working with Med App report more efficient workflows, save time during accreditation and can get better data on how staff are engaging with information. Also, the benefit to clinicians and hospitals from an effective orientation are clear. It improves the delivery of care, saves clinical time and reduces errors. All of this leads to a better patient experience, better supported staff and a more efficient and sustainable healthcare system.

Med App’s close collaboration with hospitals ensures that its software solutions are not just effective tools but vital components of the healthcare ecosystem.

Read about how we got on-site during the pandemic to rapidly help support orientation and communication for the SESLHD vaccination hubs: https://www.med.app/2021/09/seslhd-vaccination-hub/

…and it’s good for the soul!

At the end of the day, it’s just nice to get out to places, see people face to face and make that personal connection.  

In an industry where lives are at stake, the importance of effective, user-friendly technology cannot be overstated. By getting out and (I hate this term) ‘pressing the flesh,’ engaging with all levels of staff, Med App is exemplifying the best practice approach to software delivery and customer collaboration. Our commitment to partnership, real-time feedback, and ‘doing the extras’ has led to significant improvements in both Med App as a software solution and the hospital teams we support.

We feel this model serves as a powerful reminder of the value of personalised, direct customer engagement and the transformative potential of working closely with those on the front lines of care. It’s a strategy that not only drives business success but also contributes meaningfully to the advancement of healthcare as a whole.

Want to chat to us (real people)?

Drop us an email at [email protected] or start a conversation through our live chat on the website www.med.app (no bots!).